“Take initiatives in favor of customers as long as it doesn’t harm the company’s interests”

A Paradoxical Injunction: “Take Initiative… But Without Risk”

“Take initiative in favor of the clients as long as it does not harm the interests of the company” – Excerpt from the 3rd pillar of customer culture.

We advocate for common sense to be managed in a way that enables employees in direct contact with clients to provide service as close as possible to the clients’ needs.

Problem

Unfortunately, managers, subject to contradictory injunctions, often prefer to prioritize control and domination rather than encouraging initiative. Too afraid of “going off track.”

The emblematic example of Mr. Tabard: when common sense is punished

Mr. Tabard, a bus driver, was dismissed for stopping his vehicle in front of a child’s home to prevent him from walking in the dark. A gesture of common sense, punished by the system.

Common sense, a solution to cultivate

Easy to say! I know…

But this mindset can be developed. There are levers that can generate customer culture. Cultural transformation is possible. We are experiencing it with many companies right now. We firmly believe that the companies of tomorrow will necessarily be customer-oriented, it is essential for their profitability and for everyone’s happiness.

Auteur : Guillaume Antonietti